“Sorry, Sorry, Sorry: The Case for Good Apologies”
by Marjorie Ingall and Susan McCarthy
2023/Gallery Books
$28.99/368 pages
Man, were you ever wrong. You know it, your boss knows it, your customer sure knows it. So how can you apologize sincerely and without sounding smarmy?
According to “Sorry, Sorry, Sorry,” by Marjorie Ingall and Susan McCarthy, to make a great apology, there are “six and a half” steps.
Apologize and acknowledge what you did. Show that you know “why it was bad.” Explain, but don’t make excuses. State why you won’t do that again and offer tomake things right. Then listen to what the aggrieved person has to say about this whole mess.
Know the different ways that you can apologize and know how not to do it, too. Remember that there are tons of ways to make an apology backfire and make the situation worse. Never say “That’s not who I am!” because yes, apparently, it was at least once.
Know the 13 words that you should keep away from your apology. Learn why some professionals and government departments are reluctant to issue apologies, while others skirt around the issue. Know how to accept an apology graciously and when.
And if you’ve gotten an apology that “sucks,” speak up. Don’t you deserve better?
With a good splash of humor, Bad Apology Bingo Cards and lighthearted ways to be a better person, authors Ingall and McCarthy help you mend those “what-did-I-just-do?” days.
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